Reservations Specialist

Description

Position Title:  Reservations Specialist
FLSA Classification:  Non-Exempt, Full-Time
Pay Rate: $19.00/hour 

Adventure Science Center’s mission is to open every mind to the wonders of science and technology, fostering a better understanding of ourselves and the world around us.

POSITION OVERVIEW

The Reservations Specialist is responsible for booking field trips, group visits, and educational programs at Adventure Science Center. This role involves answering calls, making reservations, processing payments, scheduling programs, and greeting groups upon arrival. Excellent customer service is key when interacting with guests and staff. The specialist will stay informed about current programs, pricing, and schedules to help guests plan their visits. 

This is an in-person role, typically scheduled Thursday through Monday during the Metro Nashville Public School’s Summer Break, and Monday through Friday during the MNPS Academic year, 7:30 AM to 4:00 PM.

KEY RESPONSIBILITIES

Sales and Reservation Duties

• Create group reservations using Blackbaud Altru software for on-site school visits, groups, outreach programs, and other education programs. 
• Assist with check-in for field trips, group visits, and other programs.
• Coordinate with other departments regarding available programs, timelines, and staffing.
• Create, send invoices/itineraries, and take payments for booked programs.
• Communicate effectively and professionally with teachers, principals, parents, and community organizations.
• Assist callers with general education inquiries.
• Organize and create Outlook calendar invites to reserve rooms and notify staff of reservations. 

Phone Operator Duties

• Manages the reservations phone line and inquiry emails, ensuring the highest standards of guest service. 
• Provides accurate information in all communications, sourced through strong relationships with various departments. Forward call to the appropriate staff member as needed. 
• Identifies common questions or inquiries that can improve communication on the website, phone auto-attendant, etc. 

Database and Reporting Duties

• Enter group reservation payments into Blackbaud Altru reservation system, including logging checks, cash, and credit cards.
• Ensure calendars are up-to-date and accurate.
• Run sales reports and other reservation queries as needed. 
• Communicate relevant reservation information with other staff in a timely and professional manner. 
• Maintain accurate records by updating and documenting any changes made to reservations and all related aspects of school group bookings using Outlook and Excel.

Customer Service

• Anticipate guest needs and solve issues or concerns with a positive, courteous, respectful, and professional attitude. 
• Exceptional telephone etiquette and demeanor demonstrating positive attitude, patience, helpful, courteous, respectful, professional, and service-oriented attitude. 
• Exhibit proficient knowledge of customer service principles, techniques, systems, and standards. 
• Proactively engage guests in inspiring interactions while showing genuine enthusiasm about ASC. 
• Cross-trained for guest and member services, acting as a substitute representative during busy periods or for absent team members. 

Requirements

 QUALIFICATIONS & SPECIAL CONDITIONS 

• High school diploma required; some college and nonprofit experience preferred
• Strong customer service skills with a guest-focused mindset
• Excellent written and verbal communication, organization, and interpersonal abilities
• Reliable, flexible, personable, and able to work both independently and on a team
• Detail-oriented, accurate, and able to multitask in a fast-paced environment
• Takes initiative, solves problems, and follows professional standards
• Adaptable, creative, and comfortable interacting with a variety of personalities
• Proficient with Microsoft Outlook, Word, and Excel
• Experience with databases for reservations, sales, and data entry/reporting preferred

Work Environment and Physical Requirements 

• The work environment involves everyday risks or discomforts requiring normal safety precautions typical of such places as offices, meeting and training rooms, use of safe work practices with office equipment, avoidance of trips and falls, and observance of fire regulations. 
• Typically, walking, standing, bending, and carrying light items (up to 20 pounds unassisted), and 50lbs assisted are required. At times, the employee may sit comfortably to do the work. Also, the employee must have manual dexterity, visual and auditory acuity. 
• Some repetitive motion is involved.

BENEFITS AND PERKS 

• Free onsite parking 
• Medical, Dental, and Vision 
• Health Savings Account with Employer Match  
• Employer-Paid Basic Life Insurance and Basic AD&D 
• Voluntary/Employee-Paid Life Insurance for Self, Spouse, and Child(ren)  
• Employer-Paid Short-Term and Long-Term Disability   
• 401(k) with Employer Match  
• Complimentary membership to Adventure Science Center  
• Free or discounted admission to local venues, including The Nashville Zoo, The Frist Art Museum, Nashville Shores, Cheekwood Estate and Gardens, and more!  
• Eligibility for Public Student Loan Forgiveness  

No phone calls, please. Due to the volume of applications received, we will only contact candidates selected for interviews.  

This is intended to be a description of the general nature and level of work to be performed.  This job description should not be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel in this position.  

These responsibilities and duties are subject to change at any time.  

Adventure Science Center is an Equal Opportunity Employer.